Hepscott Recruitment / BG-Demo – Onboarding
Callcompleted
Hepscott Recruitment · 11 Sep 2023 11:30
Onboarding with Nichola Hogg and new participant Chantelle Errington. They agreed written mailbox access, treating active as a live job only, and a check of placements after the first refresh. Chantelle is worried about ownership data.
What was said
What this says
As at Fri 9 Oct 2026Onboarding with Nichola Hogg and new participant Chantelle Errington. They agreed written mailbox access, treating active as a live job only, and a check of placements after the first refresh. Chantelle is worried about ownership data.
What happened: Callie Brennan worked through credentials, the ownership field and the status field. Chantelle Errington, who maintains the ownership list, joined as the second named contact promised at kickoff.
Customer view: Chantelle said the ownership field is manual and the part she is most worried about. Nichola Hogg agreed the desk would tidy the quiet clients within about a week.
Commercial: No price or renewal talk. Starting with two or three users and widening once answers look right is a sensible adoption path, and the training call is the next checkpoint.
Watch: Chantelle has raised the mailbox request with IT twice without result. If ownership data stays wrong, chat answers will be wrong and trust could suffer.
Themes
As at Fri 9 Oct 2026Who was there
BG-Demo
Them
Follow-up
Next steps
As at Fri 9 Oct 2026- Chantelle Errington to ask the shared inbox owner to email written mailbox access.
- Nichola Hogg to get the desk to tidy quiet clients marked active.
- Chantelle Errington to check placements after the first refresh and send Callie Brennan screenshots of anything odd.
Risks
As at Fri 9 Oct 2026- Ownership data is maintained by hand, and wrong owners would produce wrong chat answers.
- Mailbox access has stalled with IT twice, which could delay the first refresh.
- Inconsistent use of the active status on clients could distort answers until the desk tidies it.
Opportunities
As at Fri 9 Oct 2026- Starting with two or three heavy askers and widening gradually builds adoption and trust.
- Chantelle wants to learn to fix fields herself, so the training call can build a second capable admin.
Transcript
Callie BrennanMorning both. Chantelle, you've made it, Nichola was just telling me you're the one who knows where everything lives.
Chantelle ErringtonSorry I'm late, the desk phones went mad after half nine. I'm here now.
Nichola HoggNo bother. We were just getting going on the field names.- Callie BrennanRight, so the plan for the next forty minutes is simple. Credentials first, then the ownership field, then the status field, and then we agree who checks the first refresh. Does that work?
- Chantelle ErringtonYeah. Can I ask about the mailboxes first, though? I've raised it with IT twice and it's just sitting there.
- Callie BrennanWhat I need is written access from the mailbox owner. An email from them is fine, it doesn't have to be a form. Once that's in, I can get the connector set up the same day.
- Chantelle ErringtonOkay, that I can do. I'll ask the consultant who runs the shared inbox to send it over.
- Nichola HoggGood call. She'll respond faster to you than to IT, to be fair.
- Callie BrennanBrilliant. Now the status field. Nichola mentioned it's got some odd values. Can you both tell me what active means to the desk?
- Chantelle ErringtonActive is a live job, or a client we've placed someone with recently. But people use it for clients who've just gone quiet, which is where it all goes wrong.
- Callie BrennanThat's useful. So we'd treat active as a live job only, and I'd ask you to tidy up the quiet ones. I'm not going to guess, so let's write it down.
- Nichola HoggI'll take that. I can get the desk to sort it in a week, probably less if I nag them.
- Callie BrennanThat's fine, the refresh will pick up whatever is there. Now, the ownership field. Chantelle, is that yours to maintain?
- Chantelle ErringtonMostly. Each consultant owns their clients, and I keep the list up to date when people move desks. It's a bit manual.
- Callie BrennanThat maps cleanly, and it's exactly what the chat answers will rely on. If the owner's wrong, the answer is wrong, so it's worth the time.
- Chantelle ErringtonYeah, I'll keep it tidy. Honestly, it's the bit I'm most worried about.
- Callie BrennanOkay. The first full refresh is scheduled to finish by 07:00 tomorrow on business days, so you'll see what's in the CRM for the first time then. Chantelle, would you check the placements against what you know?
- Chantelle ErringtonYes, I can do that first thing. Which fields should I look at?
- Callie BrennanPlacements, the client name, the consultant and the start date. If those look right, we're in good shape. Anything odd, send me a screenshot and I'll look at the mapping.
- Nichola HoggSounds good. What about the desk, is anyone going to use it straight away?
- Callie BrennanI'd suggest two or three people first, the ones who asked the most questions on the kickoff. Let them try it, and we'll widen it once the answers look right.
- Nichola HoggYeah, that's sensible. The finance lot will want to wait anyway.
- Callie BrennanGood. The training call is booked for the week after the first refresh. We'll cover pages, chat and search, and I'll show you how to fix a field if it's gone wrong.
- Chantelle ErringtonThat'd be helpful, honestly. I'd rather know how to fix it myself than ring round.
- Callie BrennanThat's exactly the idea. Right, any questions before we finish?
- Nichola HoggNo, I think we're sorted. Thanks for being patient with us.
- Callie BrennanNot at all. Summary is the mailbox email, the status note, the ownership check and the training booking. I'll send it all over this afternoon.
- Chantelle ErringtonThanks Callie. Bye both.
- Nichola HoggCheers, bye.